DFS Furniture - Cheltenham Reviews 

Friendly helpful staff, lovely big display of sofas and other things

I felt the sales assistant was honest in her answers I asked regarding the coach and knowledgeable. Lala was friendly and patient as well.

A good experience so far, apart from the fact that you have given me incorrect information at the point of purchase. You told me the sofa was a 6 week delivery. The recent update advises it’s nearer 12 weeks!

From the moment we started talking I got the feeling all Samuel wanted to do was sell us what we wanted. I was given options time to think and never felt pressured to buy. His knowledge on everything was outstanding. It was a relief to find someone who genuinely wanted us to get what we wanted and not what the store wanted. Would definitely come back.

The chap was pleasant and understanding of what we wanted he Answered all our questions and what he dident know he found out very easy process overall although not his fault but the delivery charge is a bit steep

Lovely attentive staff, explained and answered all my questions. Really helpful!

Both Laila and Sam were exceptional. Friendly and well informed but not pushy or “salesy”. There was none of the usual sales patter that we had in other stores. Sam in particular was fantastic and really understood what we were looking for and was able to tailor our order to meet our needs. A very satisfying and painless experience!

Helpful and knowledgeable staff made the experience easy.

Exceptional service from all the staff
Carrie from Cheltenham was patient over several visits.. used for DFS many times.. highly recommended

After seeing a sofa on the website me and my husband loved we tried to purchase from online but the website kept crashing so we decided to go into our nearest branch cheltenham to take a look at it in person and purchase. The store was very well laid out and displayed with stunning sofas but unfortunately they did not have the one we had saw online. We had Carrie as our advisor and she extremely approachable, polite and helpful. Nothing was to much trouble on helping us look at other sofas in different styles and colours, advising us on sofa care etc. A lovely young lady offered us drinks whilst we was sat going through our order. We walked away happy with our purchase, was smooth and stress free. Understood the process and who to contact for varies issues. Excited for our new sofas!

If only I could give a zero star review. Without wanting to write an essay, this was by far the worst customer experience I have ever had. This is the first negative review I have written online as I feel it's important to share my experience.
I still can't quite believe what happened - long story short the sales man who sold me the sofa lied to me about deals I would be eligible for, we went through the whole process of choosing and ordering my sofa (which is a pretty lengthy process) with him reminding me over and over that I would be paying less due to the deal. However when it came to payment the deal was not included and apparently I did not qualify for it after all! I felt duped into buying the sofa at a price I hadn't agreed. Additionally, he was highly unprofessional and talked badly about the design and layout of the store (Cheltenham), he spoke badly about his management and also swore several times (in jest, but still)! He had no idea what the 'Eaziglides' were and told me they were wheels. I have since discovered they're not wheels at all but are stick on pads. It was honestly as though they had stuck a DFS badge on a member of the public and asked them to fill in for the day.
I was left feeling really uneasy about my experience so got in touch with DFS Customer Services on the phone. Both women who dealt with me on the phone were brilliant, apologetic and handled my complaint very professionally. However, when they put me through to the store manager my experience went from bad to worse.
She was nasty, very condescending and blamed me! She told me that I was lying about my experience as she had asked the sales man in question and he had denied telling me I would get a discount. She said that she hadn't heard him tell me I would get a discount in store and therefore it didn't happen - however she spent the whole time I was in store sat down on one of the sofas that were for sale with a coffee and her laptop nowhere near the sales man and I, so I wouldn't have expected her to hear what he was saying to me as she was so far from us. Unfortunately there are no cameras in store, when I asked about this she said 'well they wouldn't pick up audio anyway so they wouldn't prove anything'. Every single sentence I attempted to say was abruptly interrupted by her. I got very upset at being called a liar and I did tear up, to which she told me to 'take the emotion out of it'. She curtly asked me 'are you happy now' to which I replied 'not really', she said 'oh well, I'm the manager so there's no point in you calling Customer Services back as they'll just put you back onto me'. I told her that I know she has a regional manager and I want to speak with him. She was very annoyed at this and said she'd call him herself so she could tell him what's happened. She did not apologise once throughout the call until I mentioned getting no apology and she then very sarcastically apologised. I was left feeling upset and confused at how buying a sofa had turned into this horrible and frankly bizarre experience.
Her regional manager phoned me that same day and I told him the full story. He did listen and did apologise more sincerely than his colleague at least. But still, he tried to minimise my experience by going into unnecessary detail re the profit margins in selling sofas etc. He told me he'd look into it by listening back to the phone call but wouldn't be able to let me know what he finds due to 'GDPR' (which I find odd as I was in the phone call myself - so there would be no new information to me). I presume he was just trying to appease me and get rid of me. He told me that I could not have the discount I was promised by the sales man, but he could take £60 off as a gesture of good will. Then he told me about the other products I could add to my sofa purchase and so I added some of these products. Because I was now spending more money he then ended up giving me the deal I had been promised in store anyway (which was free delivery).
As I say, the whole thing was very weird and not what I expected when simply wanting to buy a sofa for my new house. I would happily travel further to avoid the Cheltenham store in the future. (Although I do not plan on giving DFS any more of my custom.)
I am still waiting for my sofa to be delivered, I ordered it on 1st August and still haven't been contacted to arrange a delivery time/day (it is now 20th Aug). So who knows! At least it will come with a conversation starter I suppose. What an ordeal!

The staff were very helpful & informative gave us all the information we needed which encouraged us to buy the suite we liked without pressure.

Friendly, polite, informative, knowledgeable, relaxed good customer service.

Friendly and knowledgeable staff. Able to answer all questions needed. Talked through the process in understandable way. Allow you to shop without being pressured to buy.

The staff was very helpful and they tried to make the experience of the furniture purchase as smooth as possible.

The staff was friendly and explained everything for us and gave a lot of advice and insight regading the products they offer

Brilliant service. Layla was great.

Sam was incredibly helpful, he explained the sliding sofas thoroughly and I decided they were not what I wanted.
His aftershave smelt amazing, he was polite and patient. He showed me around and I fell in love with one of the sofas. He informed me that I could get it in 7 working days if I liked that colour. He gave me the measurements of the 2 sizes just incase the grand was too big. I went home to measure and back with the cash. He talked me through the purchase. He is an absolute asset to DFS. It was a pleasure meeting him.

Smooth experience order completed without issue.